[KB-035] My trackball randomly disconnects and becomes unresponsive. How do I fix it?

Product: Tankstick / Trackball | Platform: PC / All | Confidence: High

Answer:

A properly functioning trackball should not reverse direction or behave erratically when spun or rolled quickly; such behavior is a definitive indicator of a defective hardware unit. Clicking sounds and resistance in the trackball are not normal and are typically caused by dust, debris, or surface imperfections such as dents or flat spots on the ball. Vibration during shipping can create static electricity that attracts fine dust or debris onto trackball rollers and sensors, or allow packaging material to enter the housing, causing clicking and resistance in new units. If a new trackball clicks because the ball appears dented or pressure-marked from shipping or storage, support may replace the trackball; the dented ball can sometimes rebound if left undisturbed for one to two months and may be kept as a spare if it becomes usable again. If your trackball randomly disconnects and becomes unresponsive while the rest of the Tankstick continues to work, a 'clunking' sound or physical looseness of the trackball within its housing is not expected behavior and is considered a potential hardware defect; customers reporting such issues must provide a short video demonstrating both the sound and movement to verify the issue for a potential replacement. To diagnose whether a trackball issue is hardware-related, connect the unit to a Windows PC and test it without specialized software; if the mouse cursor reverses direction, drops movement, or behaves inconsistently during movement, the unit is considered defective. If connecting the trackball makes Windows behave as if the left mouse button is permanently held down, inspect the trackball mouse-click wiring for a short between the left-click lead and ground; in one resolved case, slipped plastic shielding allowed two connectors to touch, and moving the shielding back into place fixed the issue. To authorize a replacement for a defective trackball, Xgaming requires a video showing the trackball failing to move the cursor on a Windows PC and a clear photo of the trackball assembly from the inside of the controller. Xgaming provides replacement bearings and rollers for trackball units if a mechanical failure is confirmed. If the roller and optical sensor position look correct but the movement still fails, support may treat poor soldering or a defective trackball assembly as the likely cause and send a replacement trackball; in one resolved case, the customer installed the replacement and confirmed the trackball worked. When replacing a Tankstick Max trackball, a generic replacement trackball may ship with a standard USB cable; reuse or swap over the original Tankstick Max trackball cable with the 4-pin internal PCB connector. The X-Arcade trackball is mounted from the underside of the control panel using four mounting screws, each secured with a washer and a nut, which keeps the mounting hardware hidden from the top surface. Xgaming no longer offers a lifetime warranty on its products. Xgaming has not verified trackball compatibility with Arcade1Up Golden Tee cabinets as they do not have the hardware in-house for testing.

Important Note on Maintenance: Applying lubricants or chemical treatments to the trackball or its rollers can interfere with the optical sensor's ability to accurately track movement.

Symptoms:

For a visual guide on X-Arcade trackball troubleshooting, removal, and cleaning, refer to this official video: https://youtu.be/ydzW3OeTXMw

• Trackball randomly stops responding mid-use
• Rest of Tankstick (buttons, joystick) continues to work normally
• Unplugging and replugging the USB cable temporarily fixes the issue
• Issue tends to trigger when spinning the trackball quickly
• Rough rolling, sticking, or grinding during movement

Troubleshooting Steps:

Open the back of your Tankstick

Remove the trackball assembly

Clean any dust, especially around the PCB and the optical sensor

Reassemble everything and test If the issue persists after cleaning:

Note on Warranty:

Required Inputs: Purchase record for warranty replacement Evidence: Support thread 2024-09, keywords: trackball disconnects, PCB malfunction, optical sensor, dust cleaning, unresponsive, fast spinning, grinding, sticking, clunking, vertical play

• The trackball PCB may need to be replaced
• Contact Xgaming support with your purchase record to process a replacement under warranty
• Xgaming has transitioned from a lifetime warranty to a one-year warranty policy for its products due to rising manufacturing and parts costs.
• For units purchased used (e.g., from Mercari, eBay), warranty transferability varies - contact support to confirm eligibility
• For customers seeking to repair or upgrade used X-Arcade units purchased from third-party marketplaces like eBay, Xgaming recommends the 'Complete DIY Kit' as a comprehensive solution containing all necessary components.

Appendix: Verification References

Internal reference data for audit purposes. No customer PII included.

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